Cache of job #13905589

Job Title

Senior Customer Service Analyst- German

Employer

Pe Global

Location

Cork

Description

The primary role of the Customer Service Senior Analyst is to provide excellent, in-depth, risk-savvy oversight & coordination of all aspects of the contracting and payment activities completed within their allocated Hub. •Support the Customer Service Manager by assuming front line operational & technical escalations or queries from the team & affiliates. •Be a natural “go-to” person for the Hub team to learn from on all aspects of the contract to pay and transfer of value disclosure processes. •Provide excellent customer experience through the timely coordination & execution of HCP contract to pay processes for countries within the Hub - this requires monitoring daily operational dashboard to ensure compliance with pre-defined SLAs & ensuring effective distribution of the dashboard across the team. •Lead team members to ensure adherence to Anti-Corruption requirements, compliance & Transparency Disclosure requirements when interacting with and engaging health care professionals. •Review, analyse & distribute key metrics to stakeholders to ensure KPIs are being met & improved. •Schedule & lead operational calls with the affiliate, building a positive & trusted working relationship. •Effectively coach & mentor the team members to ensure they deliver excellence and compliance across key processes. •Demonstrate business process expertise, both functionally and technically and be prepared to train/lead team in same. •Support global/regional projects as required. Support the overall team by demonstrating flexibility in providing cover for team members and training of new team members. Basic Qualifications. •Fluency in German& English is required. •+5 years’ experience with excellent communications & compliance skills, together with experience identifying and leading process change, in a customer-facing environment is required. •Bachelor’s Degree (or equivalent work experience) is required. •Project Management certification (or equivalent work experience) is an advantage. Additional Skills/Preferences. •Ability to handle complexity and utilize analytical skills, with attention to detail. •Ability to proactively & effectively analyse & resolve problems. •Ability to effectively prioritize and complete key tasks and deliverables. •Able to respond flexibly and empathetically to customer needs, managing their expectations effectively. •Ability to work in a global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external outsourced team members. Systems •Experience in Sales Force, SAP P2P module, MS Office including Visio is an advantage. •Experience with Contracting systems is an advantage. Interested candidates should forward an up to date CV to susan.omeara@peglobal.net or call me on 021 4297900. This job originally appeared on RecruitIreland.com.

Date Added

2120 days ago

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